Strategi Peningkatan Kualitas Pelayanan Publik Berbasis Budaya Aparatur Sipil Negara “BerAKHLAK” pada Dinas Kependudukan dan Pencatatan Sipil Kota Bandung
Abstract
This study aims to analyze strategies for enhancing public service quality based on cultural values of the State Civil Apparatus (ASN) ‘BerAKHLAK’ at the Department of Population and Civil Registration (Disdukcapil) of Bandung City during the 2021–2023 period. The background of this study is anchored in the introduction of the ASN core values ‘BerAKHLAK’ by President Joko Widodo, which constitutes a key component of the national bureaucratic reform agenda and the broader transformation of public-sector work culture. This study employs a qualitative method with a case study approach. It assesses how the Ber-AKHLAK values—service-oriented, accountable, competent, harmonious, loyal, adaptive, and collaborative—affect service quality. The theoretical framework employed in this study draws on Luthans’ organizational culture theory and Zeithaml’s public service quality model, which comprises five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Findings demonstrate that the Ber-AKHLAK values positively influence physical infrastructure, staff reliability, responsiveness, professionalism, and emotional engagement. However, challenges remain in consistency, behavior, and institutional integration. This study offers theoretical and practical insights into organizational culture transformation and public sector performance.
Keywords
organizational culture, core values, public service quality, bureaucratic reform
References
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Hadju, L., & Adam, N. (2019). Pengaruh budaya organisasi terhadap kinerja pegawai pada Dinas Perhubungan Kabupaten Bone Bolango. Jurnal Ilmiah Administrasi Publik, 5(2), 112–120.
Hatalea, A., Rusmiwari, S., & Aminulloh, A. (2014). Budaya kerja Pegawai Negeri Sipil. JISIP: Jurnal Ilmu Sosial dan Ilmu Politik, 3(2), 6–10.
Luthans, F. (2011). Organizational behavior: An evidence-based approach (12th ed.). McGrawHill.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). SAGE Publications.
Moleong, L. J. (2017). Metodologi penelitian kualitatif. Remaja Rosdakarya.
Mursyidah, L. (2015). Manajemen pelayanan publik. UMSIDA Press.
Putri, B. T. K. (2020). Pengaruh budaya organisasi dan teknologi informasi terhadap kualitas sistem informasi akuntansi (Survei pada dealer mobil di Bandung) (S1 thesis, Universitas Komputer
Indonesia).
Robbins, S. P., & Judge, T. A. (2015). Organizational behavior (16th ed.). Pearson Education.
Rohmah, S., Cendana, G., & Garvera, R. R. (2023). Implementasi budaya kerja core value ASN “Ber-AKHLAK.” Majalah Ilmiah Dinamika Administrasi, 20(1), 61–72.
Rusli, M., Fakhurraji, A., & Ashwad, H. (2022). Patologi birokrasi penyelenggaraan Badan Usaha Milik Kampung di Kecamatan Bebesen Kabupaten Aceh Tengah. Saraq Opat: Jurnal Administrasi Publik, 4(1), 19–31.
Shalsabila, N., Putra, R., Iriani, A., & Chairani, A. L. (2025). Implementasi core values ASN BerAKHLAK dalam meningkatkan kinerja pegawai pada Kejaksaan Negeri OKU Selatan. Jurnal Pemerintahan dan Politik, 10(1), 152–169.
https://doi.org/10.36982/jpp.v10i1.4922
Sudarsono. (2019). Budaya organisasi. Jurnal Ilmu Pendidikan dan Ekonomi, STAI Denpasar Bali.
Sugiyono. (2019). Metode penelitian kualitatif, kuantitatif, dan R&D. Alfabeta.
Tsai, Y. (2011). Relationship between organizational culture, leadership behavior, and job satisfaction. BMC Health Services Research, 11, 98. https://doi.org/10.1186/1472-6963-
11-98
Yin, R. K. (2018). Case study research and applications: Design and methods (6th ed.). SAGE Publications.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. The Free Press.
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DOI: https://doi.org/10.31845/jwk.v28i2.1011
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